LensmartReviews 81

I provided a verified prescription from my licensed optometrist clearly marked "Progressive – Computer," yet Lensmart made standard lenses that are completely unusable for computer work. Their customer service repeatedly gave meaningless instructions instead of fixing the mistake or offering a refund. I've ordered over 20 pairs of glasses elsewhere using the same prescription with no issues—Lensmart is the only company that got it wrong and refused to take responsibility. Poor quality, unprofessional service, and misleading advertising. Avoid this company.

The quality and fit are subterranean. I bought two expensive pairs of glasses from Lensmart, which were delivered after three weeks. The quality of the expensive frames is atrocious—the cheapest plastic. With one pair, the left temple arm can't be unfolded without force, and the right one is so loose it almost falls off. Despite sending photos and video evidence, the case has been going on for several days now without Lensmart taking any action or allowing me to return them.

The way they behave is unqualified. They have been sending emails for a month. Since the glasses arrived broken, I asked for a full refund. They have not responded to my request yet, they are hindering the process with meaningless questions (can I see well with them, should I send the medical paper, etc.). It is impossible to communicate with them on the merits. I don't even understand how they can have a rating of 4.7, what they sell is garbage. It is generated by a lot of fake bots. The whole thing is a scam! No one should order from this site!

Would give them a -100 if I could. AWFUL company, do NOT buy from them. They charged ~$100 for two pairs of sunglasses, got suckered in on free shipping if bought over a certain amount. They arrived, after waiting 6 weeks! And it was like looking through glasses smeared with Vaseline. I had submitted my prescription information for bifocals when ordered, but when glasses came and I contacted them they said they don't do bifocal lenses... why they didn't let me know when I ordered I have NO IDEA! And customer service: HORRIBLE! When I tried to contact them (no customer service phone number) finally got a Messanger message that sounded like talking to a robot, and most messages came in the middle of the night. Long story short, I returned one pair, I paid for returned shipping - they claimed not their fault prescription was wrong... REALLY?! (took the second pair to Walmart and got new lenses put in). And they refunded me $3.03 saying since I returned the one pair, I no longer qualified for free shipping. Would have kept that pair too and saved the $6 to mail them back and come out $3 ahead on a deal that ultimately cost me $100 to be totally frustrated. LENSMART SUCKS! Again, do not deal with this scam company!

I ordered glasses and there was a manufacturing issue with them. Lensmart replaced them (making me pay the difference for a new frame). I tried on my replacement glasses once they came and I cannot see out of them. I could with the first pair, but not the second. I am expected to pay shipping back for something that didn't happen on my end. Im going to take the charge up with my credit card company as well as all of the screenshots of the conversation to dispute charges. I am extremely disappointed with the company and will never recommend them. Lensmart customer service has started ignoring me once I pointed out that the issues I've been having are of no fault of my own… Updated: upon comparing my regular glasses and the glasses that I am told are too wide. The lens width and bridge width are the exact same, so I'm not sure how the frame is too wide for me. Update! WHOOP WHOOP
Surprise surprise. Lensmart has offered me a deal- they would replace the first glasses (perfect lenses, damaged frame) if I take down this review. Which I agreed to. Less than a day later, they come back and say " Sorry to bother you.
During the process of arranging the replacement glasses for you, we checked that we may have sent you the wrong information before.
We submitted a request for special handling for your order.
Because the frames of the second pair of replacement glasses you received are fine, if you want us to reissue you a new pair of Zuri, we will no longer provide after-sales service for your order after reissuing Zuri. Is this acceptable to you?" So now they are expecting me to remove this review AND they are no longer providing customer service if they send new frames to go with the lenses I have.
I have taken screenshots of the entire thread and am just dealing with it on my own. And fyi - the second frame is NOT acceptable as they had me bend it SO much to see if they could make it work for the lenses that are not my prescription!

I have never ordered online before and won't ever again. The worst prescription lenses ever made. Then I want to return, well that's a whole other thing. They blame my optometrist for the wrong prescription... really I guess the proper lenses that I have now from my optometrist are not working. I took this company to my credit card company to revoke payment. Cheap is okay for fun frames but if you want to actually use them to see clearly the lenses are probably recycled. They won't take any responsibility for their lousy product, but why would they? Idiots like me are lining up to buy crap.
Horrible company, horrible products ‼

I ordered 2 pair of glasses with expedited processing. Their tracking showed the process taking 2 weeks to finish the glasses. First strike. Expedited service was supposed to a week processing and faster shipping. They were apparently shipped via USPS. I never got my glasses. Strike 2. Strike 3 is their customer service. They ran me ragged for 3 weeks trying to get my money back. They refused. I did all the leg work that they asked I do and still nothing. USPS showed it was delivered so they denied my claim. In the end, I filed a dispute with my bank and got my money. It's not my responsibility as the consumer to deal with a lost/stolen package. Refund my money and YOU deal with the logistics team. Stay away from this company.

If I could give this company -10 stars, I would. Not only did I tell them to cancel my order over 3 TIMES! They pressured me to keep the order relentlessly! After a while I figured I'd never see my money again so having a bad pair of glasses would be better than nothing, NOPE! I received a faulty product (nose pad was so crooked I couldn't even wear them) so I proceeded to adjust the nose pad (which they are made for) to fit my nose and IT BROKE OFF! Literally just popped off. WITHIN THE FIRST HOUR OF HAVING THEM! Obviously, I'm not happy. Not only did I NOT want the order, but was PRESSURED to keep it, and only to receive a BAD PRODUCT. Which is a problem on THEIR end, NOT MINE. But they use a nonsense excuse of "because they were on special" they can't honour the 30 DAYS RETURN AND REFUNDS AND THE 365 DAYS WARRANTY! I told them SEVERAL times to give me back my money OR send me a replacement (because I'm on disability and can't afford to lose money!) but nope! The answer is ALWAYS NO! Also, the customer service was THE WORST! I've never had to deal with a business like this before, literal NIGHTMARE! Not only did they take their sweet time to answer the messages, they always mess about and ask ridiculous questions that stretches out the process for nothing! They literally asked me "can we know why you adjusted the nose-pads?" LIKE WHAT!?!? ARE YOU KIDDING ME!?!?!? Ridiculous! & fyi, if you do want to message them, they only do Facebook messenger!?!?!? And email. And honestly, do not bother with email, they take DAYS to answer! Again, horrible. OHH AND! If you comment on their posts trying to warn people about what they did. THEY BLOCK YOU ON FACEBOOK! Seriously, how pathetic! Now I understand all the angry reactions on their posts! It's because THEY DELETE ALL PROOF OF SCAMMED CLIENTS! Please, for your own good and for your hard earned money, spend it elsewhere! Where the customer is actually valued and not scammed. Horrible experience 10/10 would NOT recommend! Don't waste you're time with them. I suggest Eyebuydirect! Never had an issue with them and been ordering for years! THEY ARE 5 STARS!

The reasons I'll never shop at lensmart again:

On January 14th I had an appointment for my son who had heart issues when he was born, he was discharged from cardiology with a perfect heart! However I did lose my glasses and hopped online to replace them. I have ordered from lensmart before and didn't have any issues.

Order placed January 15th. Three lenses picked
Also paid $20.00 for the express shipping, the fastest option!

Tracked my order religiously but it stayed on "customizing completed, waiting on inspection".

January 18th, reach out to customer service and their reply (shortened)
We apologize for the delay.
Unfortunately, we've been notified by our Supply Department that the Katelyn frame you ordered is out of stock.

My response
(Shortened)
I don't know why someone didn't reach out to me? I've bought glasses here one other time and chose to come back because I had an easy time. The fact that no one has said anything until I messaged, leaves a really bad taste in my mouth.

I picked a different color in the frame and their response was

And would you like to write a 5-stars review for our service?
We can provide a 30% off discount coupon for your next order! You also can share it with your friends!
Can you?
We really need it!

Reached out again on January 25th my order status hasn't changed since January 18th - waiting on quality inspection.

Sorry for the inconvenience, we have changed your information in the backend.
Customers cannot view the change history.
We have changed your frame to Katelyn in Gold-Tortoiseshell.
Your order is still being processed.
We have asked the warehouse to expedite your order and ship it to you as soon as possible.
Thank you for your understanding and patience.

It's been an additional two days and my order status still hasn't changed. As noted above, I had to reach out to them to ask what was going on, when they finally fixed my order I had to continually reach out to them for updates. It's now January 28th I have been almost two weeks without glasses - when "manufacturing thine" takes 3-5 days. I've been bribed into giving them a five star review, and no one can tell me what's going on with my order.

I absolutely will not be coming back and I won't recommend to my friends. Thanks.

1000% DO NOT USE LENSMART! If i could have did less then one star I would have. I ordered my glasses submitted rx and it was with a no line bifocal script (eyezen+4).not being a eye Dr myself i trusted if they had any questions they would contact me thru the info they required. No they just filled my script as a single vision and charged me the bifocal price. After weeks waiting to receive my glasses to find out they were wrong, you can not talk to anyone only email or fb msger and weeks of one line per day correspondence I am so disappointed in the customer service...deduct this and that and we will refund you $18. They are worthless company Dont waste your time and money on this company!

2 sets came 2x as big as was advertised on the site.

No refunds available offered me a 25% discount on my next purchase.

This company is a fraud, and needs to be shut down.

The worst customer service imaginable. The asian lady will continuously talk in circles and never solve a single issue. They shipped me 2 damaged glasses and the lady just kept asking for the same information I had given her 3x.

They are a complete scam. I hope you ordered with a credit card so you can charge back. Because they will NEVER refund you when they ship you a damaged product. All they will do is endlessly waste your time and steal your money.

I bought 3 pairs of glasses, 2 of them were readers with same script. One pair is totally wrong script. Their lenses are very cheap and flimsy. Customer service is FB messenger only and drags out for days. They will not hokor the 15 day return policy, 365 warranty, etc. Clearly listed on the page where I ordered; they sited it does not pertain to sales. Which means they do not offer, or stand behind ANY ORDERS. They offered me a 25% off coupon which is less savings them their site or email offers. What a SCAM.

They got my script wrong, or gave me wrong glasses. Either way, they will not make it right.

I ordered glasses from them for the first time and it took forever to get my glasses. I got them this morning and they don't fit right and everything is blurry. So I just wasted $80. Please don't use them. I'm going back to Payne Glasses where I should have stayed where my glasses are perfect every time.

Worst online shopping experience of my life with them. They can't read my prescription and I have bought from them in the past and the glasses were correct, but not this time. They sent me glasses that I can't wear (their mistake). They promised to refund me 70% of the bill and I never received this refund. I fought with paypal, but they are in favor of the seller, because it is a personalized product. So, if you want to buy, know that you will not be protected in case of problem. I even returned the glasses there AT MY EXPENSE in hope of a refund. I have all the proof with more than 50 messages and they still refuse to refund me. I DO NOT EVEN HAVE THE GLASSES IN MY POSSESSION ANYMORE AND THEY KEEP MY MONEY. I bought several glasses and this equates to a high amount. I will have to get a lawyer against them it is completely absurd. They keep you guessing for months and making false promises. I DO NOT RECOMMEND THIS COMPANY! IT'S A VERY BIG SCAM!

Deep sadness

It is with deep sadness that I find myself forced to write this negative review.
I am used to trusting others and giving the opportunity to recognize and correct mistakes since we can all make mistakes.
In my upbringing culture, if we make mistakes we apologize.
In this case unfortunately I found myself faced with an arrogant salesman who refuses to acknowledge his mistakes.
Based on a prescription from my doctor, I purchased a pair of perfect glasses from a local shop.
I thought about buying another pair on the Lensmart online store using the same prescription, as the price was very affordable.
These are glasses with progressive lenses and therefore among the most expensive.
The glasses were delivered within the promised time but, as soon as I tried them on, they turned out to be completely wrong.
In the long distance they are unusable, in the short distance they can only be used by looking extremely downwards looking at the tip of the nose.
Moving the glasses upwards slightly improves visibility up close but from afar it does nothing, they are unusable.
I would like to point out that in the package received from Lensmart there was also a plasticized paper ruler which had initially intrigued me since I didn't understand its function.
I contacted Lensmart to point out that the glasses are not suitable and to give them the opportunity to propose a solution.
They asked me to measure the PD distance using the ruler included in the package and take a photo of my eyes by placing the ruler on my face and holding it in my hand.
I naively indulged in this ridiculous game, after which they replied that the PD measurement I had communicated and given by the medical prescription was wrong as it was not confirmed by the photo sent.
It was of no use sending them my prescription and explaining to them that the PD measurement of my prescription had been measured by a professional doctor with high precision and digital instruments.
There was no point in reiterating that the glasses purchased in the local shop and made according to the prescription were perfect.
Lensmart's ruling is that the PD measurement is wrong because the photo I took of myself holding the ruler and placing it on my face did not confirm the measurement taken by the doctor with professional digital tools.
Tell me if it is possible to continue a dialogue with such an incompetent seller, who makes glasses based on measurements made with a plasticized and flexible paper ruler.
The reason why such a ruler is included in their packaging is so as not to recognize their mistakes.
So no assumption of responsibility but, on the contrary, the request for money to replace the glasses.
By the way, vision through glasses does not improve even by moving them slightly up/down or to the side. They are completely wrong.
In conclusion, my recommendation is not to take risks and not entrust the order of glasses with progressive lenses to this seller, even if you have a doctor's prescription.
My experience is one of incompetence and arrogance.